---
updatedAt: 2025-05-26T13:37:36.000Z
agentTools:
  projectIndex: https://triplewhale.readme.io/llms.txt
---

# Gorgias Tickets Replied

# Overview

Gorgias Tickets Replied refers to the total number of tickets that were replied to by a support agent in Gorgias.

> 📘 Gorgias Tickets Replied = Total Tickets Replied by Agent in Gorgias

The calculation is based on data from the Customer Support Agg Metrics table.

### Detailed Breakdown

The formula above is derived from the following components:

Tickets Replied = `SUM(tickets_replied)` --> Customer Support Agg Metrics table

# Insights and Actions

Gorgias Tickets Replied tracks how many customer inquiries receive an initial agent response, highlighting support team activity and responsiveness:

* **Assess Agent Workload**: Compare replied tickets to team capacity to spot periods when additional staffing or shift adjustments are needed.
* **Identify Backlog Risks**: If tickets replied lags behind tickets created, investigate process bottlenecks or automate triage to prevent growing backlogs.
* **Monitor Service Consistency**: Track reply volume alongside first-response times to ensure speed doesn’t drop when ticket flow increases.

### Related Metrics

* **Tickets Created**: Shows incoming ticket volume, helping you evaluate whether reply rates keep pace with new inquiries.
* **Tickets Closed**: Indicates resolution throughput, revealing how many replied tickets reach completion and customer issues are fully addressed.
* **Median First Response Time**: Measures the speed of initial replies, providing context on agent efficiency and customer experience quality.

# Example Use

### Prompt

> How many tickets were replied to in Gorgias in the last 30 days?

### Response

![](https://files.readme.io/2ea3302584113891d9bbc9aa9ad30a54644d9adb4cd078ec1b035fd95d4ef7e0-image.png)

### Query

```sql
SELECT
  'gorgias' AS channel,
  SUM(csamt.tickets_replied) AS gorgias_tickets_replied
FROM
  cs_agg_metrics_table AS csamt
WHERE
  csamt.event_date BETWEEN CURRENT_DATE() - 30 AND CURRENT_DATE()  - 1;
```